Momentum Coach Hire [MCH] / Momentum Hub
Reviews and Complaints

my church have booked 4 coaches for a trip day to littlehampton bn17, and the only thing have torn up was two double decks buses, (i have requested and paid for coaches no buses) the buses they have arrived to the church address, one has not legally road worthy, and the other one the central heather, can bee switch off, on a hot day, impossible to travel on the bus in this condition, i have raised a complain to the company, duo to the service, was not what i have requested and paid for . a person called Paul come to the phone stating he was the transport manager, saying the buses are legal, and meat the safety road worthy, i have inspect the buses and non of the buses meat the safety road worthy .
the church have diced not travel on this buses, because they not offer any safety.
on monday 9 th june 2018, i have sent a email to the company MONOMENT HUB requesting the full refund, on the same day i have received a email stating they will respond in 28 days, again they broke the terms and conditions of contract, they respond 6 weeks late .and no refund has own to the church, according to the company.
this company is nothing more the immoral crooks, avoid this case is now in the hands off county court, they have staffed the church the amount off £2760.00

Earlier this year we booked a number of coaches from a company called Jab Coach Hire who I now know to be trading under 2 different names Jab Coach Hire & Momentum Coach hire and I also now know that they are not actually a coach hire company they are a broker. We were taking groups of school children (primarily primary) to visit farms to pick fruit and vegetables and to learn about farming. Without exception, the drivers were either late and / or then did not know the best route to get to the destination. The worst occasion was when the coach was late and we had 45 children stood out on the street. We called the office and were told that the coach was 5 minutes away. After waiting another 20 minutes we called the office again who said that they were trying to contact the driver. We also got the drivers number. On calling the number it went straight to voicemail. We waited for 1.5 hours and no coach turned up and nobody could get hold of the driver. JAB said they had no other coaches they could send and as a result we had to cancel the trip. We emailed the office with our complaint and received an automated reply to say that they would respond within 28 days. We then called customer services requesting a refund and for another coach to be put on free of charge. The only offer they would make was that we would should pay for the replacement coach and get a refund for the one that did not turn up. Totally unacceptable service but it appears that they do not care. AVOID AT ALL COSTS - Momentum Coach Hire and JAB / JAB Coach Hire - DO NOT USE.

Momentum Hub ruined our very special holiday in Kent this July 2017. 51 people were left stranded in their hotel for the duration of a 6 day trip, each day not knowing if a coach would turn up or not. No replacement, no communication with the group leader, no apology. This is the most appalling experience I and our group had to go through in the many years we have been travelling together. One would not expect this in the UK. Our whole itinerary was disrupted and we missed several of our planned visits. A lot of us suffered huge psychological stress and the whole group spirit was disrupted. We were forced to make last minute arrangements with Taxi companies and some had to use trains and hire private cars. All this at considerable additional cost. I would definitely not recommend this company to anyone.

I booked this company for my wedding last month. They were very responsive until the point they received the payment. After that I struggled to get any clarification on queries despite numerous calls/emails. I repeatedly had to confirm the details, even up until 2 days before my wedding. Even though they said everything was fine, the service proved to be terrible. The driver ended up going in the wrong direction for 30 mins and had to be informed by some of our guests. This subsequently meant our wedding ceremony had to be delayed. Despite complaining over one month ago, and chasing up via a number of phone calls, and being promised a response within 28 days, and then within 2 weeks, I have not received any response. I would not use this company ever again.

I booked a coach from this company in good faith to take 50 young people to a competition that they'd worked very hard for over a 3 month period. Momentum coach hire were one and a half hours LATE and caused half our young people to miss their competition.
The lateness caused us all so much upset and distress and not to mention the financial costs which we had to make in refunds (over £1000).
Momentum coach hire couldn't care less about the harm that they had caused even though they had charged me £760 for the hire of the coach.
They took no responsibility and paid me the minimum compensation of £76. I am apauled that they are allowed to do this. They completely ruined our day

I made a booking with Momentum Coach Hire for my wedding to pick up guest from the Church at 2pm to take to the reception.
The coach never turned up at the church, we had received a missed call from Momentum and when we rang the driver back he advised that he had been to the reception venue and was heading back to the depot as there was no-one there to pick up and insist that in order for him to come the church and pick up the 40 guests waiting we would have to ring head office and pay an additional £100. As there was guest waiting and it was my wedding day, my brother in-law sorted this out and paid the additional money. I have since contacted the customer services in order to obtain a refund in respect of this as my booking was clear to pick up from the church at 2pm, and they have advised that I will not receive a refund as the driver got to the church at 1:30 and waited until 2:10 and then went the reception thinking he had missed us. Considering we were all outside getting photos taken at this time, it is not possible.
Also the coach that turned up was not at all what we were expecting, it looked disgusting and dirty. A number of guests also commented on how rude the driver was.
If you are considering using this company I would strongly advise you not to. As was caused unneeded stress on my wedding day do to an error by Momentum.
ABSOLUTELY DISGUSTED WITH THE SERVICE AND ALSO RESPONSE AND ATTITUDE FROM THE CUSTOMER SERVICE MANAGER!

I work in the group travel trade and have been booking coaches with Momentum for a few years. Never again!

We've had a few minor problems which are the result of the sales team not communicating with the operations team resulting in attempts to charge more than invoiced for things which should have been quoted up-front. This includes us going through the whole process of booking and confirming coaches (getting a quote, charging our client and confirming the booking, paying), only to find they want more money to cover driver accommodation or second drivers. Why didn't they include that in their quote?

However, that pales into insignificance when something actually goes wrong with a booking!

A client of ours recently had a problem when a coach driver made some very inappropriate comments to an underage teenage girl outside a school when arriving to pick up a school group.

This is clearly not Momentum's fault as a broker, it is an issue for the coach company who was contracted to deliver the booking to deal with.

To give them their due, Momentum did make every effort to assist. While the police were taking reports and teachers were going frantic, Momentum did try to find a replacement driver. When one couldn't be found in time they agreed by phone to compensate the group for having to book train tickets instead, which they had to do so they could start their long visit to London and not miss other booked and paid for activities.

Sounds great! We were all very pleased...that was until they refused to pay up, or to actually respond to the complaints when they came through!

Having taken place in July, it was late September when we actually got any form of response from Momentum's customer services department. Three months is a long time to respond to such a serious complaint!

To make matters worse, having booked an executive coach with air-con (it was hot in July 2013) they provided a standard coach with no air con. A shabby one at that.

The result - totally fobbed off, ignored dismissed as a nuisance, plus we're left with an angry client who is out of pocket and so they've lost future business for us too.

This company is very good at sales, not so good at delivering and if something does go wrong, totally diabolical at sorting it out or taking responsibility in any way.

There are better companies out there. Save yourself the hassle.

Booked a 49 seater coach for approximately 35 wedding guests to be picked up at Churchill Road, North Cheam (outside Fish & Chip Shop) at 12pm and taken to Pennyhill Park Hotel & Spa in Bagshot and then a return booked from Pennyhill Park to North Cheam at 1am on 05/04/2013.

We were advised to call at 4pm on the Friday to get the drivers name and telephone contact number which we did.

Our booking was for him to collect / meet our guests at the bottom of Churchill Road (outside the chip shop). This is a very large/main road which services the number 93 double decker bus route. But when the driver arrived he called to say he was at the top of the Hill/lost and could not come down. When one of my ushers said this was not acceptable as several of our guests could not walk to the top of the road, he did eventually come down to collect them but not without having to convince him first.

Two of our guests are very ill and need help to walk – both with mobility problems.

When the driver arrived at the wedding venue Pennyhill Park he refused to drive the coach down their driveway and made all of our guests get off at the main road, which is approximately a 10 minute walk from the hotel. He said the last time he dropped people off, it took him over 3 hours to get back out.
This is total rubbish, Pennyhill Park is the main hotel for the England Rugby team who reside there during the Nations. They have a double decker coach which is always parked in the car park.
It is a massive car park and you can easily drive a very large coach around the outside of the car park and back down the drive to get out of the driveway.

After forcing all of our guests to walk the 10 minute walk, it caused a great deal of worry and upset as this was not expected and we had reassured our guests that they would be driven down to where the car park is and dropped off at the coach drop off point which is a 30 second walk to reception.
We also had one of our guests with a small baby in a carry cot, who had to walk carrying the baby and all their belongings.

As we started to receive telephone calls from our very upset guests, it caused a great deal of unnecessary stress for us which I could have done without on my big day.

We had arranged for the coach to collect our guests at Pennyhill at 1am. And as the driver had already refused to drive down the driveway, we had to get a car out of the car park and get the concierge staff to drive the car to transport people back to the main road so that they could get back to the coach at the end of the evening.

When the guests arrived at the end of the road there was no sign of the coach and our guests waited until nearly 1.30am. All the time they were calling our mobiles to let us know the coach had not arrived.

Our niece called the driver and when it stopped ringing there was a very loud crackling noise on the telephone and she was not sure whether someone had answered. She hung up on the call, as she thought he might have been driving and didn’t want to cause him any problems with the telephone.
15 minutes later there was still no sign of the coach so she decided to give him another ring. This time he picked the telephone up and said 'Speak or F**K OFF!'

This is disgusting and we do not expect our guests to be spoken to in this way. They had now been standing for over 30/45 mins on the main road, with two people with disabilities and families with small children waiting.

We then discovered the coach company had decided to send us a different driver (which we was not informed about or given new contact details for) and this driver had driven down the drive of Pennyhill Park and was waiting tucked away in the large car park of the hotel.

The second driver was very helpful, and very apologetic for this complete mess up and misunderstanding. He could not believe the earlier driver refused to drive down the driveway. He confirmed there was plenty of room for the coach and there was no reason why the first driver had refused to do this.

We have since complained and all they have done is tried to offer us a £25 off voucher for our next booking - this is appalling and we will obviously never book with them again!

We tried to take it further and since doing so, they now either do not respond, send an email back saying we have already dealt with this and there is nothing else to add to the matter or inform us they operate a no name policy and will not provide us the details of their CEO.

Having researched a bit more into this company since this awful experience, it appears they tend to let most of their customers down.

Whatever you do, do not book with this company - you will regret it otherwise. This is a genuine review of their service from a genuine customer so if they give you the whole talk that the bad reviews on all these websites are from their competition, it is a load of rubbish - the reviews are genuine and this company should be shut down!

Booked a coach with this company for our wedding, coach was late, driver rude, emergency number useless, have tried to complain, but have got no where with the company, they don't respond to my phone calls or emails..

Please do not use this company, they are awful, my case is now with trading standards.

Tried to spoil the best day of my life!

I booked a 70 seater coach which turned out to be an old double-decker bus, but it had room for everybody and drove from requested A to B.

The problem was that Momentum had the wrong booking time despite me informing them on multiple occasions.
So on my wedding day I was forced to ask my entire wedding party to leave the reception 45 minutes early or risk being left in the countryside.

No help from the emergency phone number and even less following on. Emails and phone calls later and I get platitudes the equivalent of Little Britain "computer says no". They do hope that I consider using them again though.

Be warned, if your booking goes wrong Momentum will do nothing to help you and not offer any recompense.

I booked a coach with momentum, admittedly last minute, but they took my money and we booked the coach. When I booked the coach I was told that there was no toilet on the coach and that it was just a standard coach. When the night came about and the coach turned up, it wasn't what we were expecting. We had a double decker turn up ... and it had a toilet which I was told it did not have! (Guessing they don't really have a grasp on what there hiring to people) The driver was also not a presentable man. He himself was fine, we had a bit of a laugh with him but he wasn't really dressed as I would expect especially paying over £500 for a coach from Portsmouth to Crawley. We got to Crawley no problem, we all got off the bus and enjoyed our night.
We then got back on the coach for the return journey and this is when literally everything went wrong! We left Crawley and whilst travelling down an A road (not 100% sure where it was as I, like all my staff was a little drunk) the coach started to struggle getting up a relatively small hill. The driver didn't say anything and just carried on trying to get the coach up an incline of less than 10%. The bus in the end stooled. We found it a little funny, until after the ninth or 10th time of trying to start the bus ... it would not start.
Now being a coach on an A road with its hazards on, you would think it would be fairly clear to see. We took precautionary measures, like making sure all the staff were at the front of the bus, just in case and that no one got off the bus. We also phoned the highways agency to notify them so they could send a vehicle out just to make sure that our staff were safe. Within about 5 minutes we had the police turn up. They were not overly impressed with the coach driver. We then had another 3 subsequent police vehicles turn up. Whilst we were waiting for the police to make a decision on what was happening and the coach driver was talking to 'his boss' he mentioned something to do with the either the petrol pump or the engine. There seemed to be a problem that was known about with the bus and that it had recently been into the garage for the problem to be solved ... but it was told to the company that it wasn't solved.
We then had to be escorted down this A road by the police at are side, with 2 police cars also slowly following along side us to make sure we were safe. We then all left the bus after being in the same place for over an hour. We then stood at the side of the road on a side street for at least another hour, before the owner of the bus turned up. The owner then agreed to pay for taxis for us to get home, from Guildford to Portsmouth, which I agree must have cost him a lot but that was not our fault. As a management team we decided to get the staff off first so they were safe and we waited. After another hour the coach then started and literally just drove straight past us! Myself and 3 other managers were still waiting. After the coach left the boss of the coach company also drove past whilst there was no taxi there for us! Luckily he came back and he drove us back to Portsmouth. If he hadn't of seen us then I think it could have been a long wait as it would seem that no one bothered calling us a taxi!
The next day I got in contact with Momentum and made a complaint. This was then processed. 2 weeks later I called and they said it had not be dealt with yet and that it would be looked into within the next few days. I then left it for a month as work was incredibly busy, called them a month later and yet it still hadn't been looked into. I then phoned 2 weeks later again and they said that they could not deal with it and that I would have to contact Momentum on there customer service email - which they didn't give me until I asked for it! I then emailed them and low and behold 3 weeks later I got a reply!
I think they must have been having a joke. They told us that there coaches are maintained - I beg to differ and all they offered me was a £50 voucher to use them again! I have since emailed them twice again and they have not even had the courtesy of getting back to me ... Is this company some kind of joke!

Towards the end of last year I used Momentum Coach Hire twice for two large agent groups that we had brought to the UK from across the world for a familiarisation tour to a few of our locations across the UK. The first coach driver we had was rude to our staff and group, complained about having to wait (despite being sent the itinerary much in advance), insisted our group walk to where he was parked instead of picking them up at the hotel, and many more! This was extremely unprofessional and I contacted Momentum and explained who were apologetic. I decided to use another company for the second trip only to discover they were Momentum only trading under another name. After speaking with them I agreed to use them again providing we had a different coach and driver. The second trip was a disaster. The coach broke down on it's way to pick up our group and take them to Brighton and they did not call me until they were actually 10 minutes late for the pick up! It cost us £1000 to transfer the group by taxi's as we had run out of time. I was assured a new coach would be sent to Brighton which was clearly untrue as the coach that arrived was a rickety old thing that broke down again. I complained by telephone, email and letter and have NEVER had any response whatsoever. This company are brokers and do not care about the service they provide. AVOID AT ALL COSTS - Momentum Coach Hire and JAB / JAB Coach Hire - DO NOT USE, there are far more reputable coach hire companies that are not brokers around where you can view their fleet so take the extra time, I promise you it is worth it!

I booked a coach for myself and friends for my birthday at a cost of around £300. When the coach arrived it was tatty, there was no radio and one of the lights in the coach leaked water all over my friends shirt. The driver was rude, swore at us (we weren't even late) and tried to drop us off in the wrong place. I ended up getting a taxi at a cost of £50 because I didn't want to travel back with him. I complained to Momentum and was told the driver had been "disciplined" and they would send me a box of chocolates. I refused and after not responding to my complaint for over 10 days; now they have said that they will not offer me anything further. This is a company who don't care about the level of customer service they provide, they take your money and as long as they get a bus to you, they're not bothered about anything else. I will never use this company again and neither will my friends they ruined my birthday and put a massive downer on the evening. AVOID!

As a result of the ash cloud in april, we were stranded in Val d'isere and contacted Momentum to arrange a return trip to the uk, when the initial enquiry was made we were told that whilst the coach was not a "luxury" coach it was an "executive" coach so it would not have a toilet but would have reclining seats, arm rests, etc.

What turned up can only be described as a "school bus", no recliners, no armrests, no tables and seats that were probably slightly less comfortable than public transport, certainly not what would be reasonable to expect having paid £4500 for a one way journey from France.

The booking was for Saturday 17th April at 11-12pm collection in Val d'isere, France, booked on the 11.20am ferry from Calais to Dover with an expected estimated time arrival in the north of late afternoon/early evening of Sunday 18th April and we were told the coach would go "straight through".

In reality the coach turned up at 5.30am the following day so we spent the night in the reception of our hotel. The drivers had apparently got lost which could have something to do with the fact that they were trying to navigate their way round Europe with a 2002 road map and I needed to give them directions of how to get to us.

We obviously missed the ferry and in spite of me contacting the co-ordinator to advise him and ask that he re-book us on the one to suit our timetable, they did not, it was left to the drivers who got us on one a few hours later.

Due to all the delays the drivers' hours had run out so another driver collected us from Dover and took us to Medway where we collected yet another driver. This driver was so stressed about the time he had been allowed for the journey that he would not let us off for a toilet break. Clearly we should have had two drivers as this journey would normally be considered to be five and a half hours; one hour over his allowed driving time. Anyway we got there within two or three minutes to spare.

Another concern that we found out on route is that the drivers should have had a nine hour break in Bologna but apparently only got three and it showed. I do not understand why anyone would give us such an unrealistic arrival time and jeopardise our safety, when if we had been told the coach would arrive at say 10am the following morning we could have all had a good nights sleep, the drivers included.

The reality is they did not provide any part of the contract we made and totally misrepresented the standard of product and service.

Coach - Somewhat older and more 'tired' looking than I would have hoped for, and no dvd player, and the lights in the toilets did not work. It was obviously provided by a sub-contractor

Driver - Excellent - arrived on time, and acceded to all of our requests - please pass on to him my comments

Office - Have had a good relationship with Zahir, who seems to understand our needs and the restrictions on demand that are beyond my control.

Accounts staff are ill informed when they phone with payment queries. For example I had a 'demand' for payment on Wednesday when I had not been given the courtesy of invoice. On Friday I had another demand for payment (still no invoice) when I had agreed that Zahir would call to collect payment later on Friday.

I realise that accounts staff have a difficult job, but some communication within the organisation would surely not go amiss.

I also was concerned as to the arrangements for Saturday, and was told that this would be explained to me late on Friday afternoon. as this was not explained to me, I e-mailed Momentum, however, my e-mail went unanswered.

Overall I would rate the service on Saturday as 'good' as to Momentum overall, it varies as to who I speak to ranging from excellent/very good to rather poor.

I had a coach booked with Momentum Coach hire only for them to ring me up 4 days before to tell me they were unable to forfill the booking and would give me a full refund! the reason they gave was because they could not find any coaches available. I had to go with another coach company which were much more expensive. to make matters worse eight weeks on the refund still hasnt materialised! i have phoned over 12 times and emailed numerous people. Each time I have phoned I was told either the refund would be actioned that day, which never happened, or the person responsible was unavailable and would call me back, which never happened. I have sent numerous emails all of which were never replied to. and I am still out of pocket! take my advise...DONT TOUCH THIS FIRM WITH A BARGE POLE!

The coach booked arrive 20 mins late, on sight it was a digrace and 22 years old, PLEASE TAKE NO NOTICE OF THE LOVELY PICS ON THE WEBSITE, thats not what you're getting! On arrival the power steering sprung an oil leak, , the driver called the depot, there was no replacement, I called Momentum, again no replacement, however on calling a few local firms I could have got a replacement within the hour! BUT I could not take the risk that these cowboys would refund the money I had paid them... If you look at the other reviews/complaints I think my reservations were right! The mechanic arrived and we eventually left 1 hour and 45 mins late, not good for a race day. We arrived at Newmarket too late for the first race because the driver missed very obvious road signs TWICE !
I E Mailed a complaint on Monday to be met by the most arrogant and rude individual, who seems to be the Managing Director. He had the bare faced cheek to call me rude because I dared to complain about the sub-standard service provided by this company.

PLEAS EBEWAR NEVER EVER USE THIS FIRM. YOU WILL BE SORRY!

I booked and exec coach wwith Momentum for the playoff final at Wembley, only to be called the day before to inform me that they had double booked the exec coach and only had a non exec available. Being the day before it left me no other option than to take the altern coach, which had no toilet, TV or music system. I had paid £1200 in full but was told that I would get a refund of £300, that was back in May. I waited 3 weeks for the refund nothing arrived, so I tried to call them and find out what was happening. If you ever try to get through to this companies finace department its a mission of its own. When I eventually got through I was told I would get the credit early July and I would see it on my credit card statement. Guess what still nothing! I have now been trying for 2 days to try and get through the finance depart.

If you are thinking of booking with this company you must be crazy! Avoid! Avoid! Avoid! I am sure reading the other complaint on this board its a trick that this company plays all the time!

We recently hosted a corporate event in Birmingham. Momentum charged a fortune to provide Executive Coaches to transport very senior execs to and from hotel - train station - office. Vehicles were anything but executive and what we received were not what we paid for in size or in quality. The vehicles were in an appalling condition i.e. mildew growing on the inside of the coaches. We had to turn the vehicles away as they we couldn't utilise them. When we complained and asked for a refund the operations manager, Martin Hall, responded 2 weeks later with an email reading "I am really sorry that the coaches did not meet you expectations and that you were not happy with the service, but they were in our view executive minibuses and the journeys took place.

At this moment in time there will be no refund". In my mind this is completely unacceptable, we signed a contract for Exec 16 seater coaches and we never received this! Most of all I am appalled in the way we received a response.